Join to apply for the Outreach Operations Specialist, YouTube role at Google.
Minimum qualifications:
* Bachelor's degree or equivalent practical experience.
* 2 years of experience working with incident response management, risk mitigation, or customer support.
* Experience in escalation management, executive communications, and incident commanding workflows.
* Experience in translating information including policies and situations into summaries that facilitate decision-making.
* Experience in documenting and explaining scenarios/user journeys for various audiences, including cross-functional stakeholders, executives, and external users.
* Experience partnering across a global matrixed organization and aligning multiple cross-functional executive stakeholders.
Preferred qualifications:
* Experience with YouTube policies and support workflows and ability to advocate for creator solutions that protect the YouTube ecosystem.
* Ability to work in and keep up with a fast-moving environment via effective prioritization and time management.
* Strong technical acumen and ability to quickly assimilate new information.
* Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
* Excellent time and project management skills, and ability to balance multiple tasks and priorities.
* Ability to communicate in English and any other European language for communicating with stakeholders.
About The Job
Outreach Operations is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specializes in 1:1 de-escalation of creators and consumers that may pose a significant security or brand risk to YouTube and its employees. The 24/7 team routinely works with cross-functional teams to address core issues that may be driving security/brand risk.
In this role, you will be responsible for working in urgent and complex escalations, proactively engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert.
You'll optimize incident operation workflows, manage new program features and workflows, and build relationships across Google, YouTube, and cross-functional teams to manage escalations holistically, mitigating security and reputation risks.
At YouTube, we believe everyone deserves a voice, and that sharing stories builds community. We work at the intersection of technology and creativity, moving at the speed of culture to solve problems, innovate, and have fun together.
Responsibilities
* Own sensitive escalations by investigating issues and developing communication strategies via email, social, and phone to mitigate security and brand risks. Manage difficult conversations with creators and users.
* Develop connections with regional teams to support and consult on creator escalations.
* Serve as a consultant on product/policy changes and own difficult discussions with internal stakeholders.
* Identify workflow gaps to improve escalation processes ensuring timely de-escalation.
* Operate as an Incident Manager on weekends to support priority escalations.
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